Claim issue

Good day

Id like to place a complaint , I just placed a claim with your claims department of which it has been approved and I have been told that my policy its active but behind with payments from March 2019, please note that I am paying Vodacom via debit as well as the premium for insurance to my knowledge was included in the subscription that I am paying, I have placed a claim for repairs on October 2019 and this was not communicated to me that I am behind with my premiums. Only now I am being informed that I have not been paying premiums for that period and I am required to pay them back in order for my claim to be processed. My complaint is why am I paying for a mistake that I didn’t commit, it is your guys responsibility to debit my account as per agreement on monthly basis. I have been informed via telephone that I am going to be billed from October to date. Before they approve my claim, I have tried to communicate with the team leader but to no avail as for them to explain to me how is it my fault that a debit order was not submitted as a result of your guys technical issues that I didn’t play any part of, and also take that I have been paying Vodacom frequently without fail. If I were paying via eft I would understand but it’s a debit order, please attend to this it will be very much appreciated